11Years Helpdesk Specialist Senior Onsite In Person interview

GoIntellects Inc.; Washington (District of Columbia); On-site; USD 70,000 - 95,000; Full time

Job summary

GoIntellects Inc. is seeking a Senior Helpdesk Specialist for a DC Government client in Washington, DC. The role is onsite with in-person interview requirements and involves desktop, mobile, and collaboration tools support.

You will resolve software issues in Microsoft 365, Adobe, email, Teams, and OneDrive, and provide end-user support across devices. Strong communication and ticketing discipline are essential for timely problem resolution.

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• Experience with end-user support and hardware troubleshooting.
• Experience with IT service desks and ticketing systems.

Responsibilities

• Provide technical assistance to computer users in a Windows-based environment.
• Configure, deploy, and support desktop and laptop computers for staff.
• Deploy and configure mobile devices with security tools and apps.
• Resolve software issues in Microsoft 365, Adobe, email, Teams, and OneDrive.
• Respond to calls, emails, and requests for desktop and mobile support.
• Document, track, and monitor reported issues to ensure resolution.
• Support printers and imaging devices, including consumables replacement.
• Assist with Cisco Webex and Teams meetings setup and connectivity.
• Support peripherals like keyboards, mice, scanners, and headsets.
• Communicate status updates and report progress of tasks and issues.

Skills

Windows support

End-user support

Microsoft 365

Customer service

Education

Bachelor’s degree in IT or related field

Tools

Microsoft 365

Adobe products

Cisco Webex

Printer management

Job description

Role: Helpdesk Specialist Senior

Client: DC Government

Location: Washington, DC (Onsite - In Person interview)

Job Description

Responsibilities

• Provides technical assistance to computer system users in a Windows-based environment.
• Configures, prepares, and deploys new desktop and laptop computers for staff, including installation of required software and security tools.
• Deploys and configures mobile devices, including iPads and iPhones, ensuring proper enrollment, security compliance, and application setup.
• Identifies, researches, and resolves software-related issues involving Microsoft 365 applications, Adobe products, email, Microsoft Teams, and OneDrive.
• Responds to telephone calls, emails, and personnel requests for desktop and mobile device support.
• Documents, tracks, and monitors reported issues to ensure timely and complete resolution.
• Provides support for printing devices, including installation of printers, troubleshooting printing issues, and replacement of consumables.
• Provides support for office copier machines, including installation of print queue troubleshooting copier issues, and replacement of consumables.
• Assists users with Cisco conference room technology, Webex and Microsoft Teams meeting setup, and connectivity troubleshooting.
• Provides support for various computer peripherals including wireless keyboards, mice, scanners, local printers, and wireless headsets.
• Answers questions and resolves computer problems for clients in person, via telephone, or through remote support tools.
• Follows procedures and maintains inventory and asset management for computers, mobile devices, printers, and related equipment, including tracking assignments, returns, and lifecycle status.
• Reads and interprets technical manuals and documentation to support troubleshooting and system maintenance.
• Utilizes diagnostic tools and reference materials to assist in resolving hardware and software issues.
• Maintains knowledge of commonly used concepts, practices, and procedures within desktop support and enterprise IT environments.
• Communicates clearly and effectively with end users and IT team members.
• Assists with coordination and implementation of system upgrades, patches, and new hardware/software deployments.
• Provides accurate and complete answers to general computing and administrative questions in a timely manner.
• Implements and supports shared software, including operating systems, configuration management tools, and standard enterprise software applications.
• Communicates status updates clearly and provides timely reporting on work activities, task progress, and issue resolution.

Minimum Education/Certification Requirements

Bachelor’s degree in IT or related field or equivalent experience experience

Job Type

Full-time

Experience

• Bachelor’s in Business Administration, Economics: 3 years (Preferred)
• 11yrs resolve end user computer/computer problems: 10 years (Preferred)
• 11 yrs Providing second-tier support to end users, server: 10 years (Preferred)
• Documenting, tracking, and monitoring end user, server,: 10 years (Preferred)